Welcome!

Java IoT Authors: Elizabeth White, Yeshim Deniz, Pat Romanski, Liz McMillan, Zakia Bouachraoui

Related Topics: @CloudExpo, Java IoT, Industrial IoT

@CloudExpo: Blog Post

What IT Support Used to Look Like... By @JaqTech | @CloudExpo #Cloud

Once upon a time when your clients had an issue, they'd call or email the in house "IT Guy"

What IT Support Used to Look Like...
by Jaq Baldwin

If you ever saw the classic SNL sketch in which Jimmy Fallon portrays "Nick Burns, Your Company's Computer Guy" you're probably familiar with the pain and humiliation he causes the end users he is tasked with supporting.

Condescending.

Impatient.

Way smarter than everyone else.

Unfortunately, this is how people used to perceive MSPs and IT solutions providers. It used to be guys like Nick were just what small-to-medium-sized business had to endure if they wanted to get their computers to work. Snide remarks and Cheeto breath aside (or maybe not), there was some truth to Fallon's character. IT support was inefficient and arduous.

But man oh man... That is SO '90's.

Once Upon a Time...
When your clients had an issue, they'd call or email the in house "IT Guy." When he'd finally get around to making it to an employee's desk, the issue had eaten up most of their day. They'd then have to step aside while the IT Guy huffed and puffed, making users feel like idiots, and quickly pressed a few buttons to resolve the problem. He'd walk away, and the employee would have no idea what he did to troubleshoot and fix the issue or how to prevent it from happening again.

This type of outdated support is strictly reactionary and completely incumbent upon one individual (usually stretched too thin) to go around from workstation to workstation, putting out fires. Of course the IT Guy was irritable. He hardly had time to take care of every workstation he was supporting, let alone train people on how to avoid problems to begin with or focus on high-level planning to get to the root cause of recurring issues.

image source: https://www.pinterest.com/pin/317151998731517802/

The Better Way
It's 2015, and with the advent of managed IT services, we have developed better, more innovative tools that make IT support a no-brainer. Now, you're able to act as an extension to your clients' IT department, providing the extra coverage and bandwidth they need to maintain network health.

You may have also discovered that the better way to provide help desk support to end users, for instance, is to offload as much of the support requests that normally burden high level IT planners and managers by having a trained team available to respond very quickly to even the lowliest of tickets.

What if, rather than an irritable, overworked, and Burns-like tech, you could have all the menial, mundane and easily-fixed recurring issues solved within minutes?

This can be done with:

Proactive maintenance
Most issues can be solved by restarting, implementing patch updates (including Java and Adobe), and deploying service pack updates. This can be done at any time during the day or night remotely and without loss of productivity for the IT manager or the employee. That's 24x7x365 service delivery.

Managed Antivirus and Antimalware
Not only can workstations remain protected, but definitions can be updated regularly to not just ward off known attacks but prepare for new attacks.

Remote Support
By having a team of individuals with remote access and the ability to troubleshoot properly, issues can be quickly and patiently remediated. Users can even be educated during support calls to learn what they could do better next time and how to avoid future issues, since they never step away from their monitor.

That's how support is done these days - far more efficiently and with way less Cheeto breath.

Read the original blog entry...

More Stories By Continuum Blog

Continuum is the technology industry's only channel-exclusive provider of fully integrated managed IT services, allowing its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for small-and-medium-sized businesses. For more information, visit http://www.continuum.net/ or follow us on LinkedIn and Twitter @FollowContinuum.

IoT & Smart Cities Stories
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
Digital Transformation is much more than a buzzword. The radical shift to digital mechanisms for almost every process is evident across all industries and verticals. This is often especially true in financial services, where the legacy environment is many times unable to keep up with the rapidly shifting demands of the consumer. The constant pressure to provide complete, omnichannel delivery of customer-facing solutions to meet both regulatory and customer demands is putting enormous pressure on...
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
The standardization of container runtimes and images has sparked the creation of an almost overwhelming number of new open source projects that build on and otherwise work with these specifications. Of course, there's Kubernetes, which orchestrates and manages collections of containers. It was one of the first and best-known examples of projects that make containers truly useful for production use. However, more recently, the container ecosystem has truly exploded. A service mesh like Istio addr...
Digital Transformation: Preparing Cloud & IoT Security for the Age of Artificial Intelligence. As automation and artificial intelligence (AI) power solution development and delivery, many businesses need to build backend cloud capabilities. Well-poised organizations, marketing smart devices with AI and BlockChain capabilities prepare to refine compliance and regulatory capabilities in 2018. Volumes of health, financial, technical and privacy data, along with tightening compliance requirements by...
Charles Araujo is an industry analyst, internationally recognized authority on the Digital Enterprise and author of The Quantum Age of IT: Why Everything You Know About IT is About to Change. As Principal Analyst with Intellyx, he writes, speaks and advises organizations on how to navigate through this time of disruption. He is also the founder of The Institute for Digital Transformation and a sought after keynote speaker. He has been a regular contributor to both InformationWeek and CIO Insight...
Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settlement products to hedge funds and investment banks. After, he co-founded a revenue cycle management company where he learned about Bitcoin and eventually Ethereal. Andrew's role at ConsenSys Enterprise is a mul...
To Really Work for Enterprises, MultiCloud Adoption Requires Far Better and Inclusive Cloud Monitoring and Cost Management … But How? Overwhelmingly, even as enterprises have adopted cloud computing and are expanding to multi-cloud computing, IT leaders remain concerned about how to monitor, manage and control costs across hybrid and multi-cloud deployments. It’s clear that traditional IT monitoring and management approaches, designed after all for on-premises data centers, are falling short in ...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
Dynatrace is an application performance management software company with products for the information technology departments and digital business owners of medium and large businesses. Building the Future of Monitoring with Artificial Intelligence. Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more busine...